Technical Support Representative

Summary

Join OpenPhone, a high-growth startup revolutionizing business phone systems, as a Technical Support Representative. You will provide exceptional customer service, troubleshoot technical issues, and collaborate with engineering and design teams. This role involves assisting customers via various channels, identifying process improvements, and advocating for customer needs. You will contribute to a positive customer experience and help shape the future of the product. OpenPhone offers a flexible, remote work environment and a competitive compensation package including equity and benefits. We value diverse backgrounds and encourage applications from individuals who may not meet all requirements.

Requirements

• 1-3 years of experience in customer-facing roles
• Empathy & Resourcefulness
• Exceptional writing skills with attention to detail and a friendly, approachable tone
• Comfort navigating technical issues and diving into details to find solutions
• Growth Mindset
• Ability to work Monday to Friday, between the hours of 6AM–6PM PST

Responsibilities

• Assist OpenPhone customers and prospects through email, live chat, phone and text
• Troubleshoot technical issues, collaborating with the engineering team for timely resolutions
• Proactively identify and recommend process improvements to streamline our operations
• Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team
• Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups
• Keep internal documentation up-to-date to ensure smooth operations within the team

Preferred Qualifications

• Experience at a startup
• Ability to make telecommunications fun

Benefits

• Equity
• Extensive medical coverage
• Monthly lifestyle stipend
• Flexible PTO policy